improve your call center roi
BPO :
Call Center optimization
BPO Call Center Optimization Practice
Eliminate the “red flags” preventing a world-class customer experience
Providing a world-class customer experience is what every company strives to achieve. However, there are numerous “red flags” getting in the way of making this a reality. Is your call center operation, whether internal, outsourced or a combination of both, suffering from one or more of the following?
- Customer Impacting Performance:
- Declining Customer Satisfaction
- High Call Abandonment Rate
- Low First Call Resolution (FCR)
- Long Average Handle Time (AHT)
- Frequent Customer Escalations
- Operational Impacting Performance:
- High Agent Turnover and Absenteeism
- Inconsistent Performance Metrics
- Rising Operational Costs
- Compliance and Quality Issues
- Ineffective Use of Technology
- Unclear or Misaligned KPIs
- Low Employee Engagement and Morale
Conduct a comprehensive audit of call center operations to identify strengths, weaknesses, and areas for improvement.
01. OBJECTIVE & SCOPE
- Review call handling procedures, Agent performance, and customer interaction quality.
- Assess operational efficiency, including average handling time, first call resolution rates, and queue management.
- Evaluate technology and tools used, focusing on their effectiveness and integration.
- Analyze customer satisfaction metrics and feedback.
- Review compliance with industry standards and regulations.
FOUR STEP PROCESS
02. APPROACH
- Data Collection: Gather quantitative and qualitative data through call recordings, Agent, Supervisor and Manager interviews, customer feedback (QA, VOC, etc.), and system reports.
- Analysis: Identify patterns, trends, and areas of concern in call handling and operational processes.
- Benchmarking: Compare current practices against industry best practices.
- Recommendations: Provide actionable insights to optimize performance, enhance customer experience, and ensure compliance.
Ignite Excellence: Empower Your Workforce through Dynamic Training
03. DELIVERABLES
- Detailed audit report with comprehensive findings, in-depth analysis, and a set of prioritized recommendations designed to address identified issues and enhance operational efficiency.
- Executive summary highlighting key issues and improvement opportunities, providing a concise overview for quick reference by senior management.
- Presentation to stakeholders with a Q&A session to discuss the report's contents, address any concerns, and outline actionable steps for implementation.
SIX WEEKS TO RECOMMENDATIONS
04. TIMELINE & OUTCOMES
- A period of 4-6 weeks, encompassing data collection, analysis, and reporting.
- Improved call center efficiency and agent productivity.
- Enhanced customer satisfaction and loyalty.
- Reduced operational costs and compliance risks.
A FIRM YOU CAN TRUST
WHY MAHDLO?
Imagine having the executive who managed call centers for AT&T, the State of Florida during COVID, Altice, and Sephora meticulously review your operations, leveraging their extensive experience and deep industry knowledge to diagnose key optimization areas. This expert would conduct a thorough analysis, identifying inefficiencies, recommending best practices, and providing actionable insights, all within a concise timeframe of 4-6 weeks.
OPTIMIZING YOUR CALL CENTER FOR EFFECTIVE ROI
In today's business landscape, navigating the challenges of growing a business while delivering exceptional customer experiences is no small feat. With customers expecting instantaneous and accurate information, businesses need to strike a delicate balance between growth, efficiency, and customer satisfaction.
THE FUTURE OF CALL CENTERS: EMBRACING CX TRENDS AND CUTTING-EDGE TECHNOLOGIES
The future of call centers is all about new CX trends, cutting-edge technologies, and customer expectations that change as quickly as your favorite TV show gets canceled. The industry is at the brink of a transformative era, and staying competitive in this dynamic landscape requires a keen eye on emerging trends.
CALL CENTER AGENT TRANSFORMATION: SHAPING THE FUTURE OF CUSTOMER SERVICE EXCELLENCE
Employee transformation is driven by the recognition that the heart of exceptional customer service lies in the skills, knowledge, and engagement of the workforce. Let’s explore the journey of employee transformation and discover the key ingredients that shape the future of call center excellence.
Advisor expertise
Practice Leaders
Our team of CMO Advisors are well-versed in all of our practices and boast profound expertise in their respective subject matters. With such executive-level talent at your disposal, you can feel confident in the security of your business's future.
SALES + MARKETING EXECUTIVE ADVISORS
OUR POWERHOUSE TEAM TRANSFORMS REVENUE TRAJECTORIES
Our team is a powerhouse of experts who work together seamlessly to transform revenue trajectories. We trust each other to deliver outstanding results, and our combined experience and expertise have created a force for positive change that goes beyond just a group of individuals.
